The download begins, works for a couple of accounts and then hangs. How do I fix this?
Thanks.
Chris
Hello @Happy Warrior,
Thanks for reaching out!
Could you tell me more about when the issue started happening—was it after a recent update or change to your system? Have you noticed any patterns with specific accounts, or does the issue occur regardless of which accounts are being downloaded? Is there any error message or specific behavior that you’ve observed when the download hangs?
Let me know!
This started in January. It seems to work for the same two accounts but none of the others. I talked to someone from technical support who suggested creating a new copy of the file, but that didn't work. I haven't seen an error message.
Thanks for providing more information. I am having trouble locating your interaction with Quicken Support. Do you have the ticket number by chance? Let me know!
case number: 11543791
Thank you for your reply,
I reviewed your contact with Support. It sounded like you told Support that the program crashes when you try to update your accounts, and you have to restart the computer to be able to re-open the program. Is that correct?
Support recommended that you restore a backup. Is that the copy you were referring to? Did you restore a backup from before the problem started in January, or a more recent one?
You mentioned it's able to complete two accounts before getting stuck. Which financial institutions are those accounts with? Which financial institutions are unable to complete? How are they connected in your Quicken? To check the connection type, navigate to Tools>Account List. The Transaction Download column will show if an account is connected and how it's connected.
Thank you!
Thanks, Krisina.
Yes, the program crashes during the account updating.
I restored a backup in January.
The accounts that updated successfully are Vanguard and TIAA/CREF.
Vanguard is a direct connect. TIAA is a web connect.
There are a few different things that can cause the program to crash. Let's start by troubleshooting possible program issues.
Please try manually reinstalling the current patch. You can use this article for instructions and to download the patch:
If the issue persists after you reinstalled the current patch, the next step is to uninstall (for instructions, click here) and reinstall Quicken (for instructions, click here).
Please let me know how it goes!
Did everything you suggested. Having the same problem. Only difference is now the Vanguard account is not updating.
Are you seeing any error messages/codes when trying to update Vanguard?
Since troubleshooting on the program side did not resolve the issue, the next step is to start troubleshooting for file specific issues. I suggest that you try validating your data file. Please save a backup file prior to performing these steps.
Validate:
I performed the validate and repair, which seemed to go smoothly. But I wasn't able to attempt a restart for a while. In the meantime, I received the program update that was supposed to fix this problem. I installed it, but the updating froze as before, except it was able to update my Vanguard accounts.
Since the Validate and Repair, and the most recent update for Quicken didn't resolve the issue, the next step, per this article on Advanced Data File Troubleshooting is to create a copy, validate the copy, then test to see if the issue is resolved. To do that, please follow these steps:
Always make a backup before performing complex procedures. This ensures that you have a "fallback" file you can use to get back to where you were when you started.
Example of Data Integrity Issues in Data Log
In the example above, further instructions are given advising to review and set the categories correctly.
Test your regular procedure(s) to see if the issue you were encountering is now resolved. If the issue is resolved, continue using the new, repaired data file.
I did not see the data log the first time I validated the file. There are many errors. How do I send it to you?
You can post a screenshot of it to this discussion, but make certain to redact any personal information. Alternatively, you can navigate to Help>Report a Problem and attach it to the problem report.
Note: Problem reports allow a maximum of 10 attachments. If adding the Data Log would put you over that limit, please unselect another file to make room.
Will you be able to see my data if I send it to Report a Problem? The text suggests that no one will reply!
Yes, as long as you give me a heads up that the report was sent, I'll know to look for it.
The text tells you not to expect a response because, if you're not sending it in response to a Support agent or Moderator's request, then you won't get a response. Note: That doesn't mean the reports are ignored. These submissions do go directly to a database that is accessible by members of our Product and Development teams, escalation teams, and other internal support channels.
I'm having trouble sending the data log. When I paste the screenshot, I get an error message, "body is 4 characters too short. I've also tried using the Help option unsuccessfully.
Maybe this sentence from the report says it all:
QEL: The old file was corrupt and only some of the data has been recovered.
Yes, that section from the data log does confirm that the Validate found issues which could not be repaired.
There are a couple options:
I hope this helps!
Mission accomplished! Many thanks for your help.
Thank you for the follow-up,
I'm glad to hear the issue is resolved.
If you need further assistance, please feel free to reach out!
